Refunds & Replacements

Take care of your ticket - it may not be replaced

It is important to look after your ticket. Store it in a ticket wallet or in a clean and dry location and keep the ticket flat at all times.

Tickets can damage easily so be aware of the following:

• Do not fold, bend or twist your ticket
• Do not cut or tear your ticket
• Do not allow it to become dirty
• Do not wash or immerse your ticket in water
• Do not remove or tamper with the magnetic stripe or any trip detail
• Do not leave your ticket in the sun or next to a heat source
• Do not expose your ticket to strong magnets

Ticket refund and replacement policies vary between buses, ferries and trains. See the relevant section below for information.

Buses

Faulty Tickets

On occasion, tickets may become faulty, either through mis-use or through malfunction of the ticket validation machine.

Alert the Bus Operator if your ticket is stuck in the green ticket reading machine so they can attempt to remove it. You may be requested to travel to the end of the route before the ticket can be retrieved. If this is not possible, the Bus Operator will take your name and contact number so that your ticket can be returned to you or a replacement ticket issued.

If your ticket is printed on the reverse with the words “faulty show driver”, it will no longer work in the green ticket reading machines, refer the ticket to the Bus Operator.

If a MyBus, MyMulti, Family Funday Sunday or Pensioner Excursion Ticket is faulty, these tickets have an expiry date printed on the reverse and the tickets can continue to be used as a “flash pass”, up until the expiry date, by presenting the ticket to the Bus Operator each time you board a bus.

MyBus TravelTen and Newcastle TimeTen tickets cannot be used as a “flash pass”. You can apply to State Transit for a replacement of a faulty ticket.

Replacement Tickets

Replacement tickets are issued at the discretion of State Transit Authority.

Tickets cannot be replaced over the counter at Ticket Reseller outlets or TransitShops.

The process requires the customer to make a claim by sending the ticket in an envelope addressed to State Transit, Ticket Distribution, Reply Paid 2132, STRAWBERRY HILLS NSW 2012.  No stamp is required.  Please include your name, postal address, a daytime phone number, the ticket serial number and any comment. You need to sign your claim. Alternatively, collect a postage-paid envelope, available from Ticket Resellers or TransitShops.

The ticket will be tested and checked by State Transit before a replacement ticket is issued.

State Transit cannot take responsibility for tickets lost in the mail.

Monthly, Quarterly and Yearly MyMulti Tickets

A Monthly, Quarterly or Yearly MyMulti ticket may be replaced subject to replacement conditions.

These are processed by CityRail (See below)

Refunds

Cash fares paid on-board for tickets are non-refundable once the journey has commenced.

A refund for MyBus or weekly MyMulti prepaid tickets is available on application to State Transit Authority, Ticket Distribution, Reply Paid 2132 Strawberry Hills NSW 2012 provided reasonable cause is given and the refund amount exceeds ten dollars. Customers are also advised to provide a daytime contact telephone number.

Refunds for Monthly, Quarterly and Yearly MyMulti tickets are processed by CityRail (See below)

Ferries

Refunds

Refunds (other than prepaid periodical tickets) are available where Sydney Ferries is unable to provide the service due to the following conditions:

• Service cancellation
• Rescheduling of service
• Vessel at full capacity*
• Purchase of incorrect product
• Health incapacity on the day of ticket issue

Refunds may be provided any time on the day of ticket purchase where a customer has changed their travel plan.

Refunds of prepaid periodical tickets and passes may be allowed upon application. Sydney Ferries reserves the right to deduct an administrative fee from refunds.

*A ticket holder may be prevented by Sydney Ferries staff from boarding a vessel due to safety reasons.

Conditions

• The ticket for which a refund is sought must be provided upon application
• When requested, concession and identity details must be provided
• No refunds are available on tickets which are expired, issued by an operator other than Sydney Ferries or complimentary
• Sydney Ferries cannot offer compensation for alternative travel.

How to apply for a refund

Refunds may be obtained upon request at any ticket window at Circular Quay or Manly, however in some cases ticket holders requiring a refund may need to complete a refund request form.

Alternatively, ticket holders requiring a refund can complete the Customer Feedback Form (PDF) and post the completed form to Sydney Ferries or lodge the form at any Sydney Ferries ticket outlet.

Trains

Refunds

RailCorp does not guarantee the departure or arrival time of its services. Therefore, claims for refunds are assessed on a case by case basis.

On the spot refunds are available for single and return tickets when lodged at the issuing station (booking office) at the discretion of the salesperson. A time limit of 30 minutes for suburban services or within a reasonable time for non-suburban services applies.

Alternatively, a refund form may be completed and submitted online to RailCorp's Ticketing Manager for processing.

Refunds are not available when a ticket has been used for travel or in the event of trackwork, as we provide alternative transport during these periods.

Full details on RailCorp's refund policy can be found in the CityRail Passenger Fares and Coaching Rates Handbook.

Replacements

If your ticket is for 28 days or less, simply use it as a flash pass at gated stations. For MyTrain or MyMulti quarterly or yearly tickets, you can apply online for a substitute ticket.